Customer Care Specialist

About the role

The Customer Care Specialist plays a crucial role in ensuring that healthcare providers and patients receive exceptional service and support. This position involves managing orders and cases, performing physician outreach, handling inbound calls, and collaborating with the Sales team to enhance customer experience and retention.

Responsibilities

• Efficiently manage and monitor orders and cases from submission to completion, ensuring timely resolutions and clear communication with customers
• Perform outbound communication with physician offices through phone, fax, email, and other channels to efficiently resolve order issues
• Address inbound calls with empathy and precision, by resolving customer inquiries and providing comprehensive support
• Partner closely with the Sales team to anticipate customer needs, drive growth, and enhance customer retention through proactive solutions and positive relationships
• Collect and analyze customer feedback and trends to develop actionable strategies for continuous improvement, sharing insights with relevant teams

Requirements

• A bachelor's degree (B.A. or B.S.) is preferred. Relevant experience may be considered in lieu of the education preference.
• 2+ years of experience in customer service within healthcare, biotech, or laboratory settings; oncology experience is preferred.
• Understanding of effective order and case management practices.
• Familiarity with CRM tools, preferably Salesforce.
• Strong organizational and time-management skills to prioritize tasks, handle multiple projects, and meet deadlines.
• Analytical skills to evaluate data, trends, and customer feedback, identifying improvement opportunities and providing data-driven insights.
• Strong interpersonal skills, including active listening, empathy, and problem-solving.
• Proven success in managing orders and cases with high-performance outcomes.
• Flexibility to adapt to evolving business needs and industry trends with an agile, solution-focused mindset.
• Expertise in partnering with a Sales team to drive growth and customer retention.
• Must demonstrate or acquire a comprehensive understanding of PHI protection, adhere to HIPAA compliance standards, and follow established laboratory procedures.

Qualifications

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Skills

• Customer service skills
• Outreach and communication skills
• Collaboration and teamwork
• Problem-solving and analytical skills
• Time management and organization skills

Benefits

Veracyte offers a competitive compensation and benefits package, including base pay, potential for discretionary bonuses/incentives, and restricted stock units. The final salary offered to a successful candidate will be dependent on various factors including years of experience, skillset, geographic location, industry, education, etc.

Pay

The base pay range for this role is $28—$31 USD per hour.

Schedule

Full-time position.

What We Can Offer You

Veracyte is a growing company that offers significant career opportunities. We offer competitive compensation and benefits, and are committed to fostering an inclusive workforce where diverse backgrounds are represented, engaged, and empowered to drive innovative ideas and decisions. We are proud to be recognized as a 2024 Certified™ Great Place to Work® in both the US and Israel.

About Veracyte

Veracyte (Nasdaq: VCYT) is a global diagnostics company whose vision is to transform cancer care for patients all over the world. We empower clinicians with the high-value insights they need to guide and assure patients at pivotal moments in the race to diagnose and treat cancer. Our Veracyte Diagnostics Platform delivers high-performing cancer tests that are fueled by broad genomic and clinical data, deep bioinformatic and AI capabilities, and a powerful evidence-generation engine, which ultimately drives durable reimbursement and guideline inclusion for our tests, along with new insights to support continued innovation and pipeline development.

Contact Information

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